Join our team and live like a Wabi Lover, helping to create and build projects from scratch, contributing your ideas and generating a great impact on product and business developments.
You are going to be part of a dynamic team with agile methodologies and a lot of influence in the whole development process!!
Wabi life implies challenge, change and constant innovation. Be part of this great technical team that always goes for more!
Once you join Wabi you will become owner off great implementations!
Responsibilities & Tasks:
Work on and resolve escalated Helpdesk Tickets
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
Communication, Reporting & Risk:
Create and maintain documentation for processes
Escalate tickets that require Service Delivery Manager support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
Teamwork:
Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager
Requirements
Ability to solve Problems & Challenges
Great Communications skills, founded in being a good listener
Advanced understanding of support tools, techniques and how technology is used to provide services
Advanced understanding of Cloud operated services, business applications and network systems
Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Advanced knowledge of IT Applications, Software & Hardware
The ability to keep up with & adapt to the fast-paced IT world
AWS Cloudwatch searching and filtering
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.